Summarize the relevant background information from the case.
Company recognition and customer service awards are great evidence of success in quality. With the vision of “inspiring life’s most meaningful journeys”, Ritz-Carlton is recognized as one of the most prestigious hotels and resorts in the world (Marriott, 2016). As the first and only hotel company to win the Malcolm Baldrige National Quality Award, Ritz-Carlton employees take pride in their renowned customer service skills. This award is presented by the U.S. President for those companies demonstrating excellent quality and performance (ASQ, 2017). With the right training and development, Ritz-Carlton employees encompass the values and philosophies required to continue the hotel’s …show more content…
The seven leadership factors taken into consideration are: strategic planning, process management, human resources, customer focus, measurement, analysis, and knowledge management. The Ritz-Carlton was the first hotel company to receive this award in 1992 for the category of service companies. Once this award was captured, the Ritz-Carlton must maintain their commitment and strive for excellence through continuous improvement (ASQ, 2017. Quality is very hard to quantify when you are selling an experience and not a tangible item; therefore, the Ritz-Carlton must meet their customer’s expectations 100% of the time (Heizer & Render, 2014, p. 232).
Comment on the appropriateness of the actions taken by the organization.
With the slogan, “We are Ladies and Gentlemen serving Ladies and Gentlemen”, the Ritz-Carlton embodies this philosophy by providing the best training and development for all employees. In this training, employees are taught the Gold Standards which include the Three Steps of Service and 12 Service Values. The Three Steps of Service implement that employees always use a sincere greeting and give a warm goodbye, all while using the guests name. The 12 Service Values are laminated on a card that all managers are required to carry with them. The values include: (1) I build strong relationships and create Ritz-Carlton guests for life, (2) I am always responsive to the expressed and unexpressed wishes and needs of our guests, and (3) I am empowered to create unique, memorable and personal experiences for our
Company recognition and customer service awards are great evidence of success in quality. With the vision of “inspiring life’s most meaningful journeys”, Ritz-Carlton is recognized as one of the most prestigious hotels and resorts in the world (Marriott, 2016). As the first and only hotel company to win the Malcolm Baldrige National Quality Award, Ritz-Carlton employees take pride in their renowned customer service skills. This award is presented by the U.S. President for those companies demonstrating excellent quality and performance (ASQ, 2017). With the right training and development, Ritz-Carlton employees encompass the values and philosophies required to continue the hotel’s …show more content…
The seven leadership factors taken into consideration are: strategic planning, process management, human resources, customer focus, measurement, analysis, and knowledge management. The Ritz-Carlton was the first hotel company to receive this award in 1992 for the category of service companies. Once this award was captured, the Ritz-Carlton must maintain their commitment and strive for excellence through continuous improvement (ASQ, 2017. Quality is very hard to quantify when you are selling an experience and not a tangible item; therefore, the Ritz-Carlton must meet their customer’s expectations 100% of the time (Heizer & Render, 2014, p. 232).
Comment on the appropriateness of the actions taken by the organization.
With the slogan, “We are Ladies and Gentlemen serving Ladies and Gentlemen”, the Ritz-Carlton embodies this philosophy by providing the best training and development for all employees. In this training, employees are taught the Gold Standards which include the Three Steps of Service and 12 Service Values. The Three Steps of Service implement that employees always use a sincere greeting and give a warm goodbye, all while using the guests name. The 12 Service Values are laminated on a card that all managers are required to carry with them. The values include: (1) I build strong relationships and create Ritz-Carlton guests for life, (2) I am always responsive to the expressed and unexpressed wishes and needs of our guests, and (3) I am empowered to create unique, memorable and personal experiences for our